Customer Support Manager Position
il y a 7 jours
Customer Support Manager Position
We are seeking a forward-thinking Customer Support Manager to spearhead our Customer Care Excellence Function.
As a key member of Sales Excellence Group team, you will define the vision, deploy, control, and drive the continuous improvement of the company's process in Customer Care area, and animate relevant stakeholders.
Main activities:
- Key users community creation, development and animation.
- Lead and energize Customer Care community by orchestrating interactions among regional referents, promoting an exchange of best practices and insights.
- Identify local needs in terms of IT needs by capturing specific requirements, appraising their value and establishing priority to align with the Group's sales goals.
- Make propositions for the IT roadmap of Customer Care Excellence.
- Mapping technical support activities: current organization per BU / BA and together with Customer Care Excellence Director, definition of the organizational target.
- Auditing of the entities on the regular basis.
- Assess and scrutinize the customer care process performance, ascertain gaps, formulate strategic actions, and drive continual process improvements.
- Job descriptions writing, competency matrix creation and cascading to the local BA / BU with training plan associated to enhance the development and upskilling of teams.
Main challenges of the position: creation of process, standards, working methods and harmonize KPIs around the world. Build and deploy roadmap for short and long term and delivery on time.
Qualifications
- Strong knowledge of customer care activities.
- Structured, project management oriented and results oriented.
- Strong analytical skills.
- Easy with technical & digital tools.
- Very strong interpersonal skills: building relations, good presentation and communication skills.
- Capacity to train and support teams in new process adoption.
- Open minded, agility in a transversal & multicultural environment.
Education: Master's Degree in Operations, Logistics, International Management, Supply Chain or business.
Experience: minimum of 6 years experience in a call center / customer care center.
Language: fluent English (C1 level).
Additional Information
Permanent position
Location : France with easy to travel to Headquarters in Cluses (France, Haute-Savoie) or Europe. Full remote allowed, ideally close to Somfy offices location.
The protection of our candidates' personal data is a commitment of Somfy Group. We therefore ask any candidate to submit their application to us exclusively via our secure system, and not by email or postal.
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